IT Service Delivery Manager

Responsibilities :

Manage IT Services : Oversee the delivery of IT services to ensure they meet client expectations and contractual requirements.

Develop Standards : Create and enforce service delivery standards and processes.

Incident Management : Manage incidents to minimise downtime by supervising the remediation of IT Service problems.

Performance Monitoring : Monitor and evaluate the performance indicators of IT Services. Track and report on the performance of IT services, addressing any deviations from standards.

Client Interaction : Work closely with clients to understand and meet their needs.

Compliance : Ensure all IT services comply with relevant laws, regulations, and company policies.

Budget Management : Plan and manage budgets for IT services.

Vendor Management : Maintain relationships with vendors and suppliers, negotiating contracts as needed.

Collaboration : Coordinate with other IT managers and staff to ensure seamless service delivery.

Continuous Improvement : Identify and implement opportunities for improving IT service delivery

Key Skills :

Communication : Clear and effective communication with clients, team members, and stakeholders.

Leadership : Ability to lead and motivate a team, manage conflicts, and drive performance.

Problem-Solving : Strong analytical skills to identify issues and develop effective solutions.

Project Management : Expertise in planning, executing, and overseeing projects to ensure timely delivery.

Customer Service : Focus on understanding and meeting client needs, ensuring high levels of satisfaction.

Technical Knowledge : Understanding of IT infrastructure, systems, and emerging technologies.

Time Management : Efficiently managing time and prioritizing tasks to meet deadlines.

Adaptability : Ability to adapt to changing environments and handle unexpected challenges.

Attention to Detail : Ensuring accuracy and thoroughness in all aspects of service delivery.

Compliance :

Develop and maintain documentation related to IT compliance, including policies, procedures, risk assessments, and incident response plans.

Ensure that documentation is up-to-date and readily accessible to relevant stakeholders, including auditors and regulatory agencies.

Coordinate with legal and compliance teams to interpret and apply regulatory requirements to IT practices and procedures.

Qualifications :

Education : Typically requires a Bachelor's degree in Computer Science, Information Technology, or a related field.

Certifications : Preferred certifications include ITIL, PMP, or similar.

Experience in BPO industry is required

Experience : Proven experience in IT service management, with strong project management skills.

Skills : Excellent communication, problem-solving, and leadership skills. Knowledge of IT infrastructure and emerging technology trends